What is JotForm?
JotForm is a free online form builder which helps you create online forms without writing a single line of code. No sign-up required.

At JotForm, we want to make sure that you’re getting the online form builder help that you need. Our friendly customer support team is available 24/7.

We believe that if one user has a question, there could be more users who may have the same question. This is why many of our support forum threads are public and available to be searched and viewed. If you’d like help immediately, feel free to search for a similar question, or submit your question or concern.


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    Missing Payments

    Asked by Cattfoundation on August 29, 2016 at 11:14 AM

    I have two orders from our "OCSDF Brick/Stone Order" form, but I do not see the corresponding payments on the processing side (PayPal). Please advise. Thank you.

    Page URL:
    https://form.jotform.com/61604010525138

    missing payments side thank orders
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    JotForm Support

    Answered by Charlie on August 29, 2016 at 12:47 PM

    May we know what submissions you are referring to?

    I see that you have 2 incomplete payments submissions in that form. 

    Please note that JotForm does not process payments, we simply send the data to the 3rd party payment process and the transaction will be completed in their payment gateway securely. If the payment was completed, then the submission will be visible in your submissions page and email notifications will be sent. However, if the user failed to make the payment for some reason, ex. they have closed the browser accidentally or left the payment page in purpose, then the submission will remain as "Incomplete Payments". 

    To learn more about incomplete payments in Paypal, please check this guide: https://www.jotform.com/help/272-Paypal-Incomplete-Payments-FAQ 

    If I misunderstood your concern, please do provide us more information for us to better assist you.

    I hope that helps.